The Service Desk Analyst - L2 will be the first point of contact for B2B users who call Wipro Service Desk to troubleshoot end-user issues. The role requires excellent troubleshooting skills, IT service desk experience, and knowledge of Windows 10/11 operating system. The analyst will work in a 9 x 5 support environment, including weekends and holidays, and will be required to work in a 24 x 7 environment due to English language support.
Requirements
- IT Service Desk experience
- Excellent troubleshooting skills (O365/VPN/Printer/Active Directory/MS-Office Packages etc.)
- Understanding of Windows 10/11 operating system
- Experience working with ServiceNow to log, track, resolve tickets
- Experience in resolving IT issues via phone/email/chat/self-service portal or web
- Excellent telephone etiquettes and customer service
- Knowledge of Microsoft based operating systems with emphasis on Windows 10/11
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) / Multi Factor Authentication (MFA) / Multi Factor Authentication (MFA), Mobile & Tablets)
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel, MS PowerPoint, MS Teams and MS OneDrive
- Basic understanding of PC hardware set-up and configuration
- Good understanding of infrastructure management processes
- Understanding of ITIL framework
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
- Willingness to work in 9 x 5 support environment including working on Weekends and Holidays
- Flexible to work in a 24 x 7 Environment due to English Language Support
- Strong time management skills, a logical approach to problem-solving, and the ability to perform effectively under pressure
- Continuous commitment to professional development
Benefits
- Competitive salary
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Equal opportunities to all and values diversity